API Coordination

API handover points that hold the session together

API Coordination covers the technical touchpoints around a video KYC workflow. That includes the way a session is created, how the customer is moved into the call, what status the system sends back, and how a completed check is recorded for the next step in your account opening flow.

Teams use PersonVideo ID when they need the verification process to fit neatly into an online journey, with fewer manual handovers. We work with product, compliance, operations, and support teams so the messaging, timing, and records do not drift apart once live traffic starts moving.

• Session launch mapping for web or app journeys
• Status return planning for pass, fail, retry, review, and timeout states
• Event naming and payload checks for clean handover
• Record keeping points for consent, document capture, and audit traces

What the technical team receives from our side

The service is built around practical coordination, not loose advice. We document the sequence from customer invite to completed verification, then tie each point to the fields your team needs on the API side. That usually includes identifiers, timestamps, outcome flags, session references, and notes for escalation where a file needs human review.

For businesses with more than one platform touchpoint, we also map where the video session starts and where the final status lands. If a case moves from an agent review to a back office queue, the change in state is marked clearly so support staff are not left guessing.

• API field mapping for customer and session records
• Callback and webhook planning for operational status updates
• Error handling notes for dropped sessions and incomplete captures
• Support for internal test packs before go live

Session flow, review points, and control checks

Remote verification normally depends on a steady flow: the customer joins a guided video session, shows an ID document, and the agent checks the face against the document and the live presentation. The API side has to support that order without confusing the front end or the back office. We keep the operational logic clear so the system knows when a session is live, waiting, reviewed, or closed.

Where liveness checks, document capture, or manual escalation are part of the process, the status design must reflect that properly. We help teams set those states in a way that suits internal controls and customer service handling, while keeping consent records and retention notes in view under POPIA aligned practice.

• Live session state definitions
• Document capture and face match status points
• Retry and review routing for incomplete checks
• Consent and record retention touchpoints

How the coordination work is carried out

We begin by looking at your customer journey and the systems that must connect with one another. From there, the API flow is broken into launch, live session, result return, and exception handling. If the team already has a product spec, we work against that. If not, we help shape the operational notes first so the build is not patched together later.

Testing is part of the process, with clear checks around status mapping, error states, and the route a failed session takes. For clients operating in Johannesburg, Pretoria, Cape Town, Durban, Gqeberha, Midrand, and Sandton, the flow is still handled centrally from Rosebank, Johannesburg, so the same working method can be used across branches and remote teams.

1. Map the onboarding journey and system touchpoints
2. Set the session launch and return status structure
3. Test the handover points with sample cases
4. Stabilise the live flow after pilot use

Pricing approach for API coordination work

Pricing depends on the number of systems involved, the depth of status mapping, and whether the work needs integration planning, script alignment, or staff training alongside the technical coordination. A small setup with one workflow and a single return path is priced differently from a multi-team rollout that needs exception routing, operational reporting, and refresh training.

We quote against the actual scope, not against a guess. If the brief includes pilot launch support, escalation design, or change request support later on, those items are separated so the commercial picture stays clear. That helps the client team budget for the first build and the later operational work without mixing the two.

• Scope-based pricing by workflow and system count
• Separate line items for training and pilot support
• Optional add-ons for reporting and change handling
• Quoted from the operational brief, not a generic package

Aftercare for live verification teams

Once the flow is active, aftercare focuses on the practical side of running it. That can include refresh training for agents, review of failed status paths, support with change requests, and adjustments to escalation steps when the account opening team sees a pattern worth correcting. The aim is to keep the technical flow useful to the people using it every day.

We also look at operational reporting where the client wants a clearer view of session outcomes, review rates, or routing delays. When policy or staff changes happen internally, the API notes and training material can be refreshed so the system and the team stay in step without adding unnecessary complexity.

• Refresh training for new or updated workflows
• Change request support for field and status updates
• Operational reporting support for management review
• Escalation design updates when routes change